We're not your average beauty brand. We're the Original Collagen Specialists, and we exist to empower people to feel their absolute best, inside and out.
Our values underpin our essence as an Absoluter. Authenticity leads our quest,
Collaboration in every test. Entrepreneurial spirits soar, Responsibility at our core. With our values in all we strive, Absolute possibilities come alive.
With "absolute possibilities" as our mantra, we embark on a journey of continuous growth and improvement, fuelling our passion to redefine what's achievable and make a lasting impact in our industry. We recruit talented people from a diverse range of backgrounds and cultures, providing equality and inclusivity for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture. We champion bringing your true self to work. Together, we embrace the unknown, tackle challenges head-on, and create a future filled with endless opportunities.
Department Purpose:
At Absolute Collagen, we're committed to delivering a service that makes every customer feel genuinely valued. The Customer Lifetime team exists to create long-term value by delivering exceptional service that reflects and reinforces our brand. We build lasting relationships through seamless support, thoughtful interactions, and a deep understanding of our customers' needs—driving loyalty and retention in a way that strengthens trust in our products and our people.
Role Purpose:
The Customer Service Team Leader (CSTL) plays a critical role in supporting the day-to-day operations of the Customer Service team. This role exists to enable the Customer Service Manager (CSM) to focus on strategic priorities by acting as the first line of operational support for the team, ensuring high performance, exceptional customer care, and consistent delivery of our service values.
Key Responsibilities:
Team Support & Leadership
* Act as the first point of contact for operational queries from the Customer Service team, escalating to the CSM when necessary.
* Act as a role model for AC and Customer Service values (Collaboration, Responsibility, Authenticity & Entrepreneurial) to promote a positive, consistent, and engaged team culture.
* Deputise for the Customer Service Manager during absences, including system issue escalation and communications with relevant stakeholders.
Training & Development
* Support the onboarding and training of new team members, and deliver refresher training for existing staff.
* Maintain a log of frequently asked questions to identify training needs and inform future learning initiatives.
* Own and maintain Customer Service process guides, ensuring they are regularly reviewed and updated.
Performance & Reporting
* Collate and analyse daily operational stats from Gorgias and Aircall, including KPIs for calls (inbound/outbound), closed emails, save rate, and customer retention metrics.
* Share daily performance summaries with team members, recognising achievements and identifying improvement areas.
* Deliver 1-1 performance reviews and feedback, supporting development and addressing underperformance.
Optimisation of operational and performance metrics.
Operational Excellence
* Lead the planning and creation of the weekly rota, ensuring optimal resource allocation, including holidays, training, and meetings.
* Manage sickness reporting and ensure continuity of service through timely rota adjustments and updates in Bamboo.
* Oversee resource impact tracking and provide input to the weekly CS resource planning tool, factoring in both peak and off-peak volumes.
Ensure social media channels are adequately covered during the Community Manager's absence.
Customer Experience & Insights
* Maintain a hands-on approach by continuing to handle customer calls and emails, providing a real-time view of customer pain points.
* Act as the voice of the customer, sharing insights and feedback with the CSM to inform improvements and cross-functional collaboration.
* Take ownership of discount code management for retention toolkit —creation, expiry, and team communication.
Initiatives & Innovation
* Embed FY26 initiatives into day-to-day practices, ensuring alignment with wider departmental goals.
* Optimise and report on key metrics such as save rate and cross-sell rate.
Quality, Complaints & Continuous Improvement
* Own the QA process, including coaching and weekly review of team outputs.
* Act as the first escalation point for customer complaints and support the upskilling of the team in complaint resolution.
* Share feedback with the CSM on operational challenges, performance concerns, and improvement opportunities.
People Management
* Conduct regular 1-1s, return-to-work interviews, and weekly team meetings.
* Deliver all aspects of day-to-day people management, including performance tracking, coaching, and recognition.
* Plan and arrange team events ensuring adequate coverage and minimal disruption to service.
What we need from you (skills, experience, and behavioural competencies):
* Strong interpersonal and communication skills
* Minimum of 2 years' experience in a team leader role in a fast-paced environment
* Proven track record of commercial optimisation in a sales /retention background.
* Demonstrated leadership and/or mentoring experience
* Proficiency in using Gorgias, Aircall, and resource planning tools
* Ability to multitask and prioritise in a dynamic environment
* Analytical mindset with a focus on continuous improvement
* A passion for delivering exceptional customer service
* Proven record of optimising operational and performance metrics
* Proficiency in Excel and PowerPoint
Benefits and Perks:
We know great people make great companies. So, we take care of our team with a thoughtful range of benefits:
* 34 days' holiday
* Hybrid working: Birmingham-based employees work up to 3 days in the office
* Health cash plan – helping with everyday health costs
* Life assurance – 4x your salary
* Free products for you and 40% friends & family discount
* Free snacks stocked with your favourites
* Regular team socials – drinks, activities, and food
* Opportunities to grow and develop your skills
Ready to lead a team in one of the UK's fastest-growing wellness brands?
Apply today and unlock your absolute potential.